Record high customer satisfaction in our customer survey

Conducted through co-operation with Eezy Flow Ltd, our 2025 customer survey indicated a high level of confidence and successful co-operation. Overall satisfaction was higher than ever during the seven-year review period. As many as 92% of respondents rated our operations positively. The share of very satisfied customers has risen to 44%. In 2024, the comparable figure was 37%.

The NPS figure is also at a record high: 58. The majority of customers, 64%, would recommend us as a co-operative partner. The proportion of recommending customers has increased by 4% from last year, and the proportion of those who are critical has decreased compared to two years ago.

Our strengths lie in professional personnel and efficiency

Customers feel that our service-orientation and flexibility have improved, that the competence of our personnel is at an even higher level than earlier, and that our reliability has remained our strongest feature.

Furthermore, our level of responsibility and ability to renew ourselves have strengthened in the survey results. These are the strengths on which we can continue to build the future.

On individual questions, the best scores were given to the professional competence, service-orientation and flexibility of our personnel, as well as the efficiency of the operations and provision of information.

We have succeeded in strengthening our image as a modern and consistently developing entity. The words that best characterise the Port are reliability, speed and flexibility.

The greatest improvement was seen in the speed of our action. Reliability has remained the strongest feature and two out of three respondents view the Port as a responsible entity.

There has been a clear increase in terms of the Port’s ability to renew itself: 58% of customers consider the Port of Turku to have a high ability to renew itself.

We will continue to listen to our customers when developing our services

In the future, we will continue to maintain our strengths: smooth operations, reliable and flexible co-operation, the expertise of our personnel and responsibility.

In addition, we will invest in dialogue and communication at all stages of co-operation in order to strengthen our service development and generate new possibilities for collaboration.

In particular, our customers would like more information about repair work, traffic arrangements, future changes and the renewal of the port area.

We also strive to develop those aspects that generate expectations and concerns, such as traffic arrangements and ship connections.

Thank you to all who participated in the survey – together we will build a stronger customer experience.

Text: Heli Kaijansalo
Photo: JFIX MEDIA PRODUCTIONS / Janne Stenroos